Dealing with verbal aggression: responding without escalating

Respond appropriately and prevent escalation in the workplace.

How do you respond to verbal aggression at work? For example, a customer insulting you, or a colleague putting you down. In this practice-oriented training, you will learn how to prevent and handle such situations. Using communication techniques, you stay in control of the conversation and learn how to turn situations around in a positive way.
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About this training

Duration: 30 minutes
Price:
  In euros, free of VAT € 45,00
  In prevention units (PE) 0,22

What can you expect?

The e-learning Dealing with verbal aggression: responding without escalating is a flexible and accessible way to learn the basics. In this interactive module, participants go through the full programme and are introduced to all key concepts and techniques. Ideal as a first introduction or as a refresher.

During this training, you gain insight into how to:

  • recognise aggression and its different forms
  • detect early warning signs of aggression and assess them correctly
  • adopt an appropriate attitude to prevent aggression
  • stay calm and in control in tense situations and intervene in time
  • effectively deal with verbal aggression and de-escalate situations
  • understand the impact of aggression on yourself and others and handle it appropriately
  • know where to go for support and how to report incidents

Curious about what our e-learning has in store for you? Check out the teaser here!

With this e-learning course, you learn at your own pace, when and where you want. You can follow the course on your PC, laptop, tablet or smartphone. Your e-learning will remain available via your Securex Academy learning environment for one year.

After the course, you will receive a participation certificate.

No prior knowledge required.

Programme

1.Aggression and your personal boundary
  • What is aggression?
  • How do you recognise when your boundary is crossed?
  • Reflection on aggression in your work context
2.Recognising aggression
  • Signals of aggression
  • Different forms: frustration aggression, instrumental aggression, pathological aggression
  • Practical examples
3.Preventing aggression
  • Proactive attitude
  • De-escalation techniques
  • Importance of calmness and self-control
4. Responding appropriately
  • Do’s & don’ts
  • Concrete steps to respond professionally depending on the type of aggression
5.After the incident
  • Recognising emotional impact
  • Self-care tips and follow-up
  • Where to report incidents (internal and external reporting systems)

Grants and funding

Cette formation ne remplit pas les conditions pour les subventions et les financements suivants : KMO-portefeuille, chèques-formation de la Région wallonne et fonds sectoriels.